One of the important points Malan made during the presentation was the need for a defined maintenance program that does not rely solely on an on-demand service provider. Not only will this help your system run optimally at all times, but it will also be less expensive than making a call every time things go wrong – or ignoring problems until they are large enough and sufficient to warrant a call fee. He also advised companies to look beyond the legality that makes up most of these contracts and make sure that no one in the customer`s or service provider`s business knows what to do. Make sure your business requirements are clearly specified in the SLA. Waffle leads to bad service and endless misunderstandings. Malan pointed out that the main facet of your maintenance and service relationship is communication. Do you need someone to clean the cameras once a month? What if you checked the camera firmware for updates? How about making sure the cameras show exactly where they`re supposed to point? What about the servers and computers in the control room — who maintains and updates them? These and many other issues need to be clearly set out in the AAA. An SLA is made up of much more than the few elements listed above, as Malan explained in his presentation, but it`s a job worth doing well. At the end of the day, it doesn`t matter how much you spend on a security or monitoring project if you can`t keep the systems at an acceptable level and at a predetermined acceptable price.